Job Summary

The Customer Service Representative establishes and maintains positive relationships with customers and Sales staff by receiving and responding to a high volume of telephone requests. Takes orders from customers via digital modalities, helps customers with product and technical questions, input, invoice, and process payments. Ensures necessary margin is maintained for each sale. Works with outside sales representatives to ensure customer satisfaction.

Essential Job Functions

• Communicates with customers to determine their product needs.
• Communicate Order Status with customer
• Works with outside sales representatives to fulfill customers’ needs.
• Inputs customer’s orders into computer system.
• Works with customers and shipping personnel to determine when / if orders should be split.
• Processes orders, invoices, payments.
• Forwards invoices from vendors to appropriate finance personnel.
• Assists with order returns and credits with finance.
• Evaluates inventory cost and sale pricing to ensure correct profit margin
• Communicates with customers regarding pricing
• Prepares quotations for customers
• Able to answer questions concerning product application and proper usage and support Field Service staff with display materials.
• Quickly answer customer questions concerning product usage and specifications.
• Review and know multiple merchandising components by customer to support customer displays.
• Perform other duties to ensure successful site operations.

* This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.

Employees are expected and encouraged to participate in safety and health program activities including immediately reporting hazards, immediately reporting unsafe work practices and incidents to supervisors, wearing required personal protective equipment, and participating in and supporting safety committee activities.

Education & Experience

• Required: High School Diploma or equivalent.

Competencies – Knowledge, Skills and Abilities

• Takes initiative and follows through on promises; accepts responsibility for mistakes; protects confidentiality; voices disagreement with tact; accepts & implements change.
• Exhibits cooperative behavior; anticipates customer needs & initiates service in a timely manner; exceeds service expectations at all times.
• Communicates verbal & written information in a clear, concise manner; invites contact and listens with respect; responds to voice and email in a timely manner.
• Arrives at meetings and appointments on time; interacts well with various personalities; shares resources; supports team decisions; contributes to team projects when asked.
• Possesses current industry & job knowledge; is organized & efficient; demonstrates effective time management & multi-tasking skills; makes decisions in a timely manner.

Operational Equipment

N/A

The Hillman Group is an Equal Employment Opportunity and Affirmative Action Employer and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, protected veteran or military status, genetic information, citizenship status, sexual orientation, gender identity, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.